Madasafish Questions/answers (merged threads)

Madasafish_Customer_Care

Hi Guys,

Just a quick note to say that I'm taking some holiday time from Thursday through Monday and I'll be back at my desk on Tuesday - I've got a colleague peeking in and I'll do my best to pop in if I can (I'm helping with a holiday festival, so I might not be online as much as a normally am)!

Kind regards,
Samara

Blackspider

Samara,

I have had problems with the speed of my connection for a while. Been in contact with technical support and customer services. I have followed the steps recommended by technical support to see if the problem lies at my end, eg. filters, using the test socket, re-installing drivers. None of this has made an improvement.

Tech support said it could be my modem, I don't not have another one to test if it is. I have been a loyal customer for 2 years and am using a bt voyager 105 modem.

They said madasafish will supply me with a new one providing I agree to a12 month contract. Problem with that is I don't want to agree to that if my speeds wont improve, I could change provider who could offer the speed I would be paying for as currently I am not impressed paying £17.99 per month for a slow connection.

Is there anything you can do to help, obviously if I had the new router and speeds improved I would happily agree to a new contract, however I won't do that until I have seen the results.

I don't want to leave madasafish but unless this can be resolved I will be forced to as there are a lot of good deals out there at the moment.

Look forward to hearing your response!

alexdewinter

Hello there

I've been reading through the posts on here and it seems that many have had a postivive experience with Madasafish.

I am not currently having a good time - I paid for a new line to be installed to my property at the end of October and the Open reach engineer installed a line socket on 9th November ...

To date after numerous calls to Madasafish i still have no line or phone service. I am continually told they are waiting for an update from BT, they do not take my complaint seriously and having written to their MD on the 3 December, i still have not received a reponse.

I can not believe how poor the customer service is ...

Is anyone else having simular problems ?

A very frustrated Alex

Madasafish_Customer_Care

Hi Blackspider,

I can help

Could you please PM me your Madasafish username?

Kind regards,
Samara

Madasafish_Customer_Care

Hi Alexdewinter,

I'm really sorry that it's taken so long to get the line installed. We resell the BT Wholesale product and because of this, in extreme cases, it can take some time to get a new line installed.

I'm not certain what I would be able to do to expedite the process, if the request has already been submitted with BT Wholesale it may be out of my hands - however if you would like for me to look into it, I'd be more than happy to do so. Could you please PM me your Madasafish username.

Again, I wholeheartedly apologise that we've not been able to be faster with getting the phoneline installed.

Kind regards,
Samara

alexdewinter

Hello and thanks for your reply

I have spoken with BT since my message and they have advised that my "service provider" - Madasafish need to take my complaint to BT Openreach and get it escalated ...

I was under the impression this had aleady been done, but if it had I would have a phone line working, wouldn't I.

Can you ensure that the complaint is taken to BT Openreach and get a confirmed date when my service will go live from BT. As a third party supplier I would have hoped at this stage with the lack of delivery you would have already gone to BT Openreach and complained on my behalf.

What also concerned me from BT is they advised that my phone line is registered as working on the network - it's all very confusing and I would like to think i might be able to ring people by Xmas ?

Look forward to your next response !

Alex

gritts

Madasafish Customer Care has exceeded their stored private messages quota and can not accept further messages until they clear some space.

No pm's can be sent.

Madasafish_Customer_Care

Hi Alexdewinter,

I've located your account (from the PM) and I'm handing over all the information to our Talk Manager. I'll be back when I've got further news.

Gritts - sorry about that - I've just cleared out some more space in my inbox!

Kind regards,
Samara

oldagetraveller

Hello Samara, you might be interested to learn that my synch. rate has now risen to 4300kb/s in spite of BT stating there was nothing wrong with their line.
Don't tell BT, but at my own expense I've had a length of their grubby and damaged wire between an old "GPO" junction box in my garage and the master socket replaced, I'd hate for them to have to reduce their profits by a couple of pounds!! No doubt the length between the "GPO" box and the pole is in a similar condition?

Madasafish_Customer_Care

Hi Oldagetraveller,

I won't whisper a word to BT - but I will pass that feedback over to the faults team. I've had a look at your BRAs profile and it's not yet updated... however if you do maintain a sync rate of 4300 consistenty for 3/4 days you'll see an increase in your throughput speeds too.

Kind regards,
Samara